Applications upgrade

You can upgrade your existing Service Manager applications to version 9.60 applications using the Upgrade Utility and resolving the differences between the two versions.

What are applications?

Applications are the Service Manager modules and their related configuration files. For example, Incident Management and Change Management are Service Manager applications.

New features that require an applications upgrade

Some new features provided by the release of Service Manager 9.60 require an applications upgrade. The following new features provided by the release of Service Manager 9.60 require an applications upgrade:

  • Enhanced Service Desk, Incident Management, Problem Management, Change Management, Request Fulfillment Management, Service Catalog Management (provided since Service Manager 9.50), and Service Level Management based on Process Designer (provided since Service Manager 9.40)
  • Process Designer framework
  • Smart Analytics (provided since Service Manager 9.40)
  • Smart Analytics Smart Ticket tuning toolkit (provided since Service Manager 9.60)
  • Smart Analytics search accuracy improvement (provided since Service Manager 9.60)

  • Mobile Applications
  • Service Request Catalog (SRC)
  • Case exchange
  • Smart email
  • Service Portal (provided since Service Manager 9.50)

  • Simplified interaction (provided since Service Manager 9.41)

  • Logical Name (provided since Service Manager 9.41)

  • Smart Search (provided since Service Manager 9.41)

  • Service Manager Collaboration (provided since Service Manager 9.41)

  • Accessibility for the embedded Service Manager Calendar
  • Service Manager Reports (provided since Service Manager 9.40)
  • Service Manager Survey (provided since Service Manager 9.40)
  • Entity Relationship Diagram (ERD and Data integrity check) (provided since Service Manager 9.40)
  • The Primary Key and Not Null constraints (provided since Service Manager 9.32)